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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
662
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (38th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The turnaround time of building bots is quick. We are deploying around four bots per month. The turnaround time to get a design, build, and deploy is very fast. This is very good for us. It has helped us out when scaling up in a better manner."
"The most valued feature of Automation Anywhere is its Excel functionality; earlier in my career, I used Process Studio as my RPA tool and there was no flexibility of retrieving single cells, but Automation Anywhere has the flexibility to extract data from Excel."
"Automation Anywhere offers valuable features, including command packages for PDF, Windows, XML, and Excel, as well as universal recording capabilities."
"Automation Anywhere's most valuable features include generative AI, similar to Copilot, which will significantly benefit developers; low-code or no-code technology; and document automation capable of extracting data from structured and unstructured PDF formats, presenting it clearly and easy to follow."
"It gives us the capability of leveraging our investments in different applications. I can use Automation Anywhere to tie a number of applications or processes together, without having to do in-depth coding to automate something."
"I like all of the features, especially the MetaBot, REST API, and SAP DLL."
"Automation Anywhere has very strong game because it is always up for asking feedback."
"The solution helps with reducing operational costs, which can be reduced by up to 30% to 40% in savings in terms of operational cost."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"As we have other solutions from CA, I would recommend this for others, absolutely, because if you are using this in the right way you have big possibilities."
"We've improved as an organization very quickly because of it, especially when it comes to self-service capabilities for our customers."
"A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured and scripted."
"The most valuable fractures of Clarity SM are its ease of use and security; I have been highly satisfied, and we've been able to integrate it with email and an SMS gateway for the purposes of notifications, which works very well."
"The in-service catalog is quite useful."
"The most valuable features that we're finding right now are the customer service portal and the ability to have a one stop shop experience, and that's what we're using the tool for."
"We have a very good relationship with all the users; when users have a problem, they report using Service Desk and it is very useful for this."
 

Cons

"I am looking forward to seeing writing on Linux in the web and WorkBatch in the next release."
"Logging into Automation Anywhere takes some time. I use it frequently, and each login currently takes some time. A reduction in this time would be helpful."
"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."
"I would like to see integration better integration with Excel and SAP."
"We only faced some problems when integrating it with SAP, and Oracle integration was a bit challenging, especially with Oracle Fusion. We had some issues when we were trying to connect some of the applications on the API level. But, in general, integration using Automation Anywhere is fine."
"For our legacy systems, we are finding it very difficult to use the automation."
"We have had a lot of issues using Automation Anywhere and find ourselves stuck."
"The time taken to execute a Bot through A2019 can be reduced."
"The GUI looks a little dated."
"In some cases, I receive late information."
"We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Room for improvement I would say from a back end perspective, I would say they need to streamline a lot of the code that they're using. I think it's very bloated, I think it has a lot of extra things that it doesn't really need."
"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."
"One area of this product that needs improvement is the user mobile experience."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"As an end user I don't probably use it the way that other people would use it, but maybe automatic opening of tickets for other products would be helpful."
 

Pricing and Cost Advice

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."
"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"We have a three-year contract with Automation Anywhere."
"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"The price is very reasonable."
"We save approximately 10,000 hours per year."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
Information not available
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The solution is quite reasonable compared to other solutions in the market."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: July 2026.
908,800 professionals have used our research since 2012.